Refund & Cancellation Policy

Last updated: 21 September 2026

Tugethr sells two different things, and they cancel in two different ways. Venue bookings are a booking of someone else's court or pitch at a set time, so the venue's own cancellation window applies. Paid plans are a subscription to features in the app, so they cancel pro-rata. Both are set out below.

This page restates sections 10 and 11 of our Terms of Service, which govern if the two ever disagree.

1. Venue bookings

• You can cancel a booking in the app. Before you confirm a cancellation, we show you exactly what it would return.
• Each venue sets its own free-cancellation window and its own refund percentage for cancelling after that window closes. The amount is calculated from the clock at the moment you ask to cancel.
• Cancel inside the window and you receive the full amount back. Cancel after it and you receive the venue's stated percentage.
• Some bookings cannot be cancelled at all. Where that is the case the app says so before you pay, and does not offer a cancel button afterwards.
• The slot is released the moment the cancellation is accepted. The refund then follows through the payment gateway and normally reaches your account in 5 to 7 business days.
• If the venue is closed, oversubscribed, unsafe or otherwise cannot honour your booking, tell us. We will help resolve it with the merchant, including by arranging a refund of the amount you paid where that is appropriate.

2. Paid plans

• You can cancel an active paid plan at any time from the app. Cancellation takes effect immediately: paid benefits end at once and the account moves to the Free plan.
• On cancellation we calculate the unused portion of your term on a pro-rata basis and request a refund of that amount to your original payment method, normally reaching your account in 5 to 7 business days.
• A refund can only be returned to the payment that funded the plan. If that is not possible. for example the original payment has already been fully refunded, or you switched plans and part of the value was applied as credit rather than paid in cash. The refund may be reduced or may not be issued. Write to us and we will review it.
• Switching plans is not a refund. We credit the unused value of your current plan against the price of the new one and you pay the difference. The old plan ends when the new one starts and is not separately refunded.
• If you delete your account, any remaining paid period is forfeited and is not refunded, unless you cancel the plan first.

3. Add-ons and badges. Non-refundable

• AI add-ons top up the current day only. They restore part or all of the AI allowance already used today, they are not a stored credit balance, and any unused portion expires when the day rolls over. Check your remaining usage before buying.
• Profile badges are a one-time, permanent purchase and are non-refundable.
• Add-ons and badges are consumed or delivered immediately on purchase. Once delivered they cannot be cancelled or returned.

4. How refunds are paid

• Payments and refunds are processed by Razorpay Software Private Limited. Your card, UPI, net banking or wallet credentials are entered in the gateway's own checkout and are never held by us.
• A refund is always returned to the original payment method. We cannot redirect it to a different card, account or wallet.
• Timelines above are the gateway's and your bank's, not ours. Once the refund is initiated the remaining delay is with them.
• If a refund fails, you are still owed the money. Write to support@tugethr.com and we will chase it.

5. Nothing is shipped

Tugethr is a services platform. Venue bookings are fulfilled at the venue at the time you booked, and plans, add-ons and badges are delivered to your account immediately. No physical goods are dispatched, so no shipping or delivery policy applies.

6. Fraud, errors and chargebacks

We may refuse, cancel or reverse a transaction where we suspect fraud, a chargeback, an error in pricing, or a breach of our Terms. Where we do, any amount actually taken from you is returned to the original payment method.

7. How to ask for a refund

Most cancellations are self-service in the app and do not need us at all. If something has gone wrong. A refund has not arrived, a venue did not honour a booking, or you were charged in error. Write to support@tugethr.com with the booking or payment reference. We acknowledge within 24 hours and aim to resolve within 15 days.

Unresolved complaints can be escalated to our Grievance Officer. See Contact us.

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